Softeam: innovations for future-proofing factory maintenance

Strengthened by its 38 years of experience, Softeam offers its know-how and a complete suite of products that fully support the manufacturing company. Over the years Softeam has gained enough experience to consolidate a digital pipeline that enhances the value of the data starting from the machine up to the business applications. The support of Softeam products is verified in many use cases, in particular it is very strong in the strategic area of maintenance of factory assets.

During the 21st edition of Lamiera it will be possible to attend Live Product Demos, through interactive totems to touch the functionalities of data collection platforms, CRM and ERP and Smart Glasses to try remote maintenance. Lamiera 2022 is the occasion to present Nexum Gateway: IIOT 4 Smart Maintenance, the platform dedicated to machinery maintenance, born from the integration between Lyra CRM, Offer & Service Management and Orquestra IIOT Data Manager products: machines can now communicate directly with the CRM that manages maintenance operations.

Maintenance of Factory Assets: a strategic element for machines and plants manufacturers

During the 21st edition of Lamiera, it will be possible to attend Live Product Demos, through interactive totems to touch the functionalities of data collection, CRM and ERP platforms and Smart Glasses to try remote maintenance. Lamiera 2022 is the occasion to present Nexum Gateway: IIOT 4 Smart Maintenance, the platform dedicated to machinery maintenance, born from the integration between Lyra CRM, Offer & Service Management and Orquestra IIOT Data Manager products: machines can now communicate directly with the CRM that manages maintenance operations.

The maintenance of assets, in particular, has always been a critical element for the manufacturer of machines and plants: the costs related to maintenance represent an element of attention for all companies, Softeam's objective is to offer the market solutions and platforms that transform maintenance into an additional service for the users of the machine.

The manufacturing company, thanks to the right platform, can transform what is a cost item into a real gain: minimize travel thanks to remote maintenance, activate Asset monitoring in real time, connect CRM with the field to ask for assistance or order a spare part, these are just some examples of what is possible to achieve with Softeam's digital pipeline. 

 

• Lyra Service

Lyra Service offers the company a centralized vision of all aspects related to after-sales and customer care services: from the 360° management of the service record, to the planning of interventions, passing through the detailed profiling of technical personnel based on multiple indicators (skills, certifications, management of the expiry dates of travel documents...) up to the complete dematerialization of intervention reports and expense reports. Lyra guarantees the complete traceability of the interventions and performs analysis and data research on the activities already carried out and completed.

The module dedicated to Service Management ensures a high degree of automation of work processes, speeding up response times to customers and ensuring a wealth of up-to-date information to technical staff, often outside the company: aspects that have a crucial impact on the level of customer satisfaction and loyalty.

• Lyra Remote Assistance

Lyra Remote Assistance 2.0 is the evolution of video assistance in the machinery manufacturing industry. Thanks to the new remote assistance module, it is possible to offer customers real-time support during mechanical troubleshooting: a remote service tool that minimizes field visits and production line downtime. The complete Lyra module, which we integrate with the Acty system, acts as a hands-free system for offering remote assistance to technicians and customers, anywhere in the world. With instant multilingual support in 60 languages, the technician - with the same license - can provide assistance both from a PC and from a mobile device such as an iOS or Android smartphone or tablet and can use smart glasses to offer hands-free assistance. This is a platform particularly suitable for the transition to a fully digital remote assistance thanks to the possibility to equip themselves with smart glasses, smartphones, tablets with which to make video calls, chat and instant messaging to follow the customer closely and in a timely manner, but from the parent company, without moving and without losing time.

Thanks to the new module for remote assistance, with Lyra it is possible to offer its customers real time support during the resolution of mechanical failures: a remote service tool that minimizes field visits and downtime of production lines. With this platform it is possible to take advantage of the mobile version to generate fully digital intervention reports, draw up technicians' expense reports, collect the history of machine data, phone calls and emails generated to solve a specific problem.

• Nexum Gateway: IIOT 4 Smart Maintenance

Softeam previews at Lamiera 2022 the new maintenance solution that integrates Lyra and Orquestra: Nexum Gateway: IIOT 4 Smart Maintenance. How does it work? Orquestra monitors machine performance and detects variations or faults in real time. If anomalies emerge and a maintenance intervention is necessary, an alert will appear on the machine dashboard and with a simple click it will be possible to automatically send a request to Lyra to open an assistance ticket or request the necessary spare parts. On Lyra it will then be possible to complete the process, scheduling a trip to repair the fault, or activating a remote assistance or even starting the whole process of purchasing new spare parts (creation and drafting of the order, shipment of the same, invoicing...).

In particular, on the dashboard of Orquestra on board the machine it will be possible to access a dedicated area where anomalies, variations and faults will be reported and an area where the necessary maintenance will be listed after a certain number of hours of use of the machine, established in advance. The operator on board the machine will also be able to add interventions and reports manually and add external files, such as photos and videos, to provide further information about the failure occured. Other examples of events that can be viewed in this area: 

• reporting of defective parts, by uploading explanatory notes and photos; 
• requests for spare parts, selectable through a list of possible items available in Lyra;
• requests for on-site interventions.

All this information - requests, additional information and multimedia files - will be loaded in real time also on Lyra where they will be managed in the corresponding serial number card for the specific machine.We can say that from today the machine communicates with the CRM for maintenance in real time, creating in fact an additional channel of communication between the customer and the company that reduces the time for troubleshooting, makes the Service team more efficient and increases customer satisfaction: a revolution for the factory of the future to be discovered.

Lamiera 2022 - Padiglione 15, stand E04

Michele Lafranconi, Head of Sales - Software Products

Federica Riva, Head of Marketing & Communication